Customer Care Manager
June 19
🏢 In-office - London
Description
• Manage, motivate, support, and coach the Customer Care Team • Continuously improve the customer experience, create engaged customers and facilitate organic growth • Review delivery proposition regularly with Head of Logistics • Track kpis and identify improvement areas • Measure and report on the team’s productivity • Regular review of procedures and policies to ensure they provide the best customer experience • Ensure consistent delivery of tone of voice • Monitor and ensure accurate and complete flows of orders, payments, returns, refunds… • Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media • Access to Jaded social media accounts; responding to any customer comments with a positive and responsive voice that remains reflective of our audience and the brand • Escalate internally key customer concerns on social platforms with social team • Using several different customer service software, including Shopify/Gorgias • Resolve any relevant data flow and settings issues in the software used • Data entry, including: - Processing and updating the weekly dispatch, back order, and returns reports - Weekly collating of all data regarding the number of emails replied to, response times, returns processed, etc. • Liaising with the warehouse to ensure quick dispatch, order fulfilment, and delivery dates are met • Communicating with the Production and Social teams to ensure accurate product information and launch dates are correctly communicated • Organise team training on product for each launch across menswear and womenswear. • Demonstrating a great knowledge of our product and general love for the brand • Handle any shipping, size, or price issues across all platforms • Work towards a set of goals, targets, and KPI’s
Requirements
• Minimum 2 - 3 years experience as a Customer Care Manager for online stores - minimum 4 people • Experience of managing a team • Experience in managing Customer Service Systems • Proven experience managing a Customer Care Team • Working knowledge of customer service software, databases and tools • Dedicated to providing excellent customer service • A problem solver, able to take initiative • Strong client facing and communication skills, both written and verbal • Good knowledge of Excel and using Outlook emails • Diligent with strong organisational skills • Friendly and enthusiastic • Ability to work across weekends and evenings as needed to support the team • A real passion for fashion and the Jaded brand
Benefits
• 50% Employee Discount • 24 days holiday per year (plus bank holidays) • A paid day off on your birthday • A paid moving day per year • Hybrid Working Arrangements - 1 day per week WFH • Pension Scheme (3% Jaded, 4% You) • Bonus Scheme • Employee Assistance Programme for you and your family • £500 employee referral bonus scheme • Local Business Discounts (joe and the juice, cafés, fitness, beauty etc) • North-West London office location directly located next to good transport links • Casual office dress code (your style of dress is up to you, wear what you feel best in) • Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies) • Regular Office Social Events (e.g. payday socials)
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